In the gaps model of service quality, which of the following best describes GAP 2?
A)Not knowing what customers expect
B)Service performance that does not match specifications
C)Specifying service standards that do not accurately reflect what management believes to be customers' expectations
D)Discrepancies between expected service and actual service delivery
E)Service not living up to levels of performance that are promoted and promised by the advertising of the company

Question

Quizplus · Accepted Answer

GAP 2 represents the discrepancy between management's perception of customer expectations and the service standards that have been created based on these perceptions. This means that the company may have specified service standards that do not accurately reflect what management believes to be customers' expectations.

In the Gaps Model of Service Quality, Which of the Following